You and your privacy

The more information you share with us, the more personalised and beneficial to you our recommendations can be. If you choose not to provide your personal information we will not be able to provide you with our services, or you may not be able to access the full range of services offered by us. We understand that you expect us to keep your personal details safe and secure so we apply strong information security and privacy controls when handling your personal information.

We collect your personal information in order to provide you with our services, to enable you to participate in campaigns that utilise our services, send you information on news and events, provide you with surveys, reports and other publications. We may also use your personal information to send you promotional information about us if we feel it would be of benefit or interest to you.

Please be aware that we use “cookies” and other browser tracking software to monitor your use of our website and try to improve our services to you. We may also collect personal information about you that is available on public records, databases or social media.

We disclose your information (excluding sensitive information) to third party providers of email distribution services so that we may communicate with you. We may also disclose your information (including your sensitive information) to secure data storage providers and third parties whose campaigns you participate in. If these providers are based overseas we take steps to ensure that they comply with the same or similar standards of privacy as those found under Australian law. Unless we receive your specific consent, we will de-identify your information for any other disclosures.

For further details on how we handle your personal information, please read our Privacy Policy located at oursay.org/privacy. For any questions please contact us at help@oursay.org

Lower prices

We’re reducing water, sewerage and recycled water prices from 1 July 2018.

For residential customers, this includes:

less cost per kilolitre for water you use

halving what we charge to collect, treat, and dispose of your sewage. On your bill it’s called ‘sewage disposal’

a 4% reduction across both water and sewerage service charges

lower prices for the water and recycled water you use

If you’re a business customer, you’ll benefit from lower prices, too – including reduced usage and service charges, with a 3.7% annual reduction on the average bill. If you have a trade waste agreement, your prices will remain stable.

You’ll see these benefits in your next bill and across the coming year with most bills decreasing.

Simpler charges

We’ve also made our bills easier to understand and fairer for everyone.

There used to be three bands of water pricing, with charges increasing the more water you use. We’ve simplified this to two bands.

We’ve removed the recycled water service charge for properties connected to purple pipes.

Get the basics right, always

We’re planning upgrades to 35% more water mains to increase reliability and performance. We’re also preparing for population growth, by constructing water and sewerage pipes in some of Melbourne’s fastest growing regions like Clyde and Officer, to connect new customers to our essential services.

Warn me, inform me

So we can provide you with timely and relevant information, we’re increasing the number of proactive warnings we send on planned and unplanned works, and reducing interruptions to your supply during peak times. Ensure you update your details here on mySouthEastWater so you can receive outage warnings.

Fair and affordable for all

Along with reduced prices and simpler charges, we’re providing increased support and more flexible payment options to help manage your bill.

We’ll also provide more online services to give you greater choice and control over your account.

Need help?

No matter your circumstances, we can tailor a solution that helps support your individual needs. This could include:

help accessing financial assistance

establishing a payment plan

receiving more time to pay

receiving a concession or a free audit of your plumbing

or any of our other support options.

Support my community, protect our environment

We’ll continue to develop alternative water solutions to reduce reliance on drinking water. One way we’ll deliver this is at Fisherman’s Bend, where we’ll use stormwater, recycled water and rainwater to help the 160,000 people who will live and work in the area reduce drinking water use by 45%.

We’ll also increase use of recycled water by residential customers by 30% in designated recycled water areas, and minimise sewage spills with enhanced monitoring. In addition, we’re on a path to reduce our carbon emissions by 45% by 2025 by investing in solar panels and increased battery storage.

Make my experience better

By listening and better understanding your needs, it’s our goal to resolve your query the first time you contact us and improve the way we respond when you’re not happy with the service we provide. We’ll also raise more awareness about our services and how we can help when you need us.